> ## Documentation Index
> Fetch the complete documentation index at: https://docs.woes.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel Support

> Run live chat, email, Discord, and Slack support from one Woes workspace.

# Omnichannel Support

Woes treats live chat, email, Discord, and Slack as channels on one support
model. A conversation can come from any supported channel, but operators still
triage it from the same inbox, convert it into issues, attach customer context,
and use AI agent evidence from the same knowledge base.

Channel pages own setup, delivery checks, and channel-agent selection details.
This page focuses on the shared support workflow after a message enters Woes.

## How Channels Work Together

| Channel   | Best for                                                                 | Where operators work     |
| --------- | ------------------------------------------------------------------------ | ------------------------ |
| Live chat | In-product support, docs support, fast developer questions.              | [Inbox](/platform/inbox) |
| Email     | Longer support threads, account handoffs, NPS or CSAT survey delivery.   | [Inbox](/platform/inbox) |
| Discord   | Community and developer-server questions that need workspace visibility. | [Inbox](/platform/inbox) |
| Slack     | Shared-channel support, DMs, app mentions, and emoji-created tickets.    | [Inbox](/platform/inbox) |

Every supported channel can share:

* Conversation status, priority, assignee, tags, and notes.
* Customer and account context.
* AI handling state and operator takeover.
* Issue creation for work that must be tracked outside the conversation.
* Analytics and survey reporting.

## Recommended Workflow

<Steps>
  <Step title="Connect channels">
    Start with the [chat widget](/quickstart/install-widget), then add
    [email](/channels/email), [Discord](/channels/discord), or
    [Slack](/channels/slack) if those are active support surfaces.
  </Step>

  <Step title="Route work">
    Use [assignment settings](/settings/assignment), tags, statuses, and priorities to keep the inbox predictable.
  </Step>

  <Step title="Let agents answer when grounded">
    Attach the right knowledge sources to each agent and let Woes answer only when context is strong enough.
  </Step>

  <Step title="Escalate durable work into issues">
    Convert bugs, requests, customer blockers, and follow-up tasks into [Issues](/platform/issues).
  </Step>

  <Step title="Measure the loop">
    Use [Analytics](/platform/analytics) and [Surveys](/settings/surveys) to see which channels resolve quickly and where customers still need help.
  </Step>
</Steps>

## Operating Principles

* Keep the customer in one thread whenever possible.
* Use internal notes for operator-only context.
* Create issues when work needs ownership beyond a chat reply.
* Use tags and custom fields consistently so analytics stay useful.
* Review low-confidence agent replies and improve the knowledge base.

## What Woes Does Not Do Automatically

Woes does not merge unrelated people across channels just because their message
content is similar. Customer identity should come from stable account data,
email addresses, verified widget identity, or portal access.

Woes also does not expose provider/model internals to customers. AI routing is a
platform concern; operators should focus on answer quality, source coverage, and
handoff behavior.